2017-12-18T16:42:00Z

What is your primary use case for BMC Helix ITSM?

Miriam Tover - PeerSpot reviewer
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PeerSpot user
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31 Answers

RajkumarK - PeerSpot reviewer
Real User
Top 10
2023-11-21T08:41:00Z
Nov 21, 2023

We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics and IT processes, primarily managed by the application support group. We employed services to monitor streams related to critical management and address issues promptly. Initially, we managed on-premises data, which was relatively straightforward. However, with the introduction of BMC Elite, we transitioned to this new platform, finding it more effective than our previous Azure-based approach.

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AV
Real User
Top 20
2023-11-08T17:40:13Z
Nov 8, 2023

The solution supports our supporting processes. My responsibilities include reporting on the services we offer to end-users, primarily through channels like email. I focus on coordinating arrangements for the services we provide.

David Davis - PeerSpot reviewer
Real User
Top 10
2023-07-07T20:56:09Z
Jul 7, 2023

We use BMC Helix ITSM for ticketing and asset and IT resource management.

Mohamed  Hassan - PeerSpot reviewer
Real User
2023-03-17T15:08:32Z
Mar 17, 2023

We use Helix to manage incidents and requests.

SV
Real User
Top 20
2023-02-27T11:04:17Z
Feb 27, 2023

We use BMC Helix ITSM as a managed ticketing solution for the telecom industry.

AdnanNaseem - PeerSpot reviewer
Real User
Top 10
2023-01-27T11:18:15Z
Jan 27, 2023

I am supporting the top bank in Pakistan, and they are using BMC Helix ITSM. There are multiple solutions in BMC Helix ITSM, such as asset management, configuration management, and tools that are used for monitoring purposes.

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TB
Real User
Top 20
2023-01-25T10:49:10Z
Jan 25, 2023

I use the solution as an end user to log calls and get updates from my resolver groups. My company is in mining and has 4,000 employees, but not all employees use the solution.

JonathanShilling - PeerSpot reviewer
Real User
Top 5
2023-01-24T20:23:31Z
Jan 24, 2023

Our primary use case of this solution is as a ticketing system, it's our work order system. This is a help desk software and I deal with the server side. We are customers of BMC.

AH
Real User
Top 20
2022-12-13T13:34:41Z
Dec 13, 2022

We are using BMC Helix ITSM mainly for incident and change management.

AANKITGUPTAA - PeerSpot reviewer
Real User
Top 5Leaderboard
2022-10-12T23:30:25Z
Oct 12, 2022

We have a different project in which we implement BMC Helix ITSM, including a built-in ERP solution that has different supply chain management, such as finance, and other projects. Each team assigns the tickets, and if any client is facing an issue in a particular model, they will create the ticket and it will go through this particular use case. If it relates to supply the chain, it goes to a particular administrator or developers. In this use case, we use approximately 500 users in BMC Helix ITSM.

BrunoPires - PeerSpot reviewer
Real User
Top 10
2022-09-07T13:39:45Z
Sep 7, 2022

I was responsible for three implementations with BMC. All of these implementations are related to ITSM, with the IT Service Management implementation, where we manage all the processes like incident management, request fulfillment, problem management, change management, and configuration management. All three projects were of the same scope, with only ITSM managing all these processes in each one.

SK
Real User
Top 20
2022-08-25T20:46:04Z
Aug 25, 2022

The BMC Helix ITSM can be deployed on-premise or in the cloud. We use BMC Helix ITSM in the financial sector.

Yousef Bayari - PeerSpot reviewer
Real User
Top 5Leaderboard
2022-08-02T21:31:39Z
Aug 2, 2022

We are using BMC Helix ITSM mainly to manage the infrastructure network in terms of our CMDB. It is used for maintaining all the network elements, such as all the incidents, changes, and problems around the infrastructure network.

SA
MSP
Top 20
2022-06-22T22:04:01Z
Jun 22, 2022

It's a help desk software. It is an ITSM system. We are an MSP. We use it in-house and then we use it for a bunch of our other customers.

Navneet Gupta - PeerSpot reviewer
Real User
Top 10
2022-06-13T23:45:00Z
Jun 13, 2022

The main use case for Helix ITSM is managing break/fix tickets and all other issues with the product. It tracks customer issues using an incident model. We have problem management for recurring issues and do a deep dive if we need some change to fix the root cause. We can also identify if a change caused the issue with a holistic analysis.

Shrikant Pillay - PeerSpot reviewer
Real User
Top 5Leaderboard
2022-05-20T18:58:51Z
May 20, 2022

I used this solution as part of my previous role where I was a solution architect designing comprehensive solutions for customers in the APAC region, including India. The customers predominantly have challenges with respect to the ITSM area. The primary use cases could be particular incident problems and change management modules. There are of course requirements on your cellphone catalog front. Along with other BMC products, it could be discovery or it could be your monitoring solution. Every fourth or fifth client I have worked with has had the BMC solution. It's a cloud solution and deployed on-prem.

MakhosonkeMatshoba - PeerSpot reviewer
Real User
Top 5
2022-03-17T19:20:54Z
Mar 17, 2022

We use BMC Helix ITSM only for managing internal tickets. I only use it for checking my tickets because I'm just an end-user. I phone the service desk or I use their self-service interface to log my tickets. I have access to the interface, which I use to receive feedback on my tickets. If there's any work that I do for internal support, I use the same interface. The interface is what I use to receive information into the system and let the service desk know how far I am. There's very little that I do on that side of things. It's less than 5 percent of the work I do on BMC Helix ITSM, and 95 percent of the work I do is with CA Service Desk.

MD
Consultant
2022-03-17T14:23:08Z
Mar 17, 2022

We are mostly involved in service assurance for telecommunications; service assurance and network provisioning for telecommunications. We use BMC Helix ITSM in these areas. Most of our use cases involving BMC Helix ITSM are for change management and trouble ticketing. If you look at telecommunications companies, everything revolves around incident problems and change.

BR
Real User
2022-02-06T07:31:37Z
Feb 6, 2022

This is an IT Service Management tool for incident management. I use this product as an end-user and not an administrator. This is not a product that I use extensively. We primarily use it for incident tracking and service request tracking.

AG
Real User
2021-12-24T10:16:00Z
Dec 24, 2021

We use Helix to manage services for clients in Latin America and provide a service desk.

FG
Real User
2021-10-26T11:15:02Z
Oct 26, 2021

Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution.

JS
Real User
2021-09-22T18:00:00Z
Sep 22, 2021

We use BMC Helix for application discovery and dependency mapping the area of the nCode. It's one of the best programs we've used. We usually serve around 10 to 20 customers with this solution but it's fewer than 10 now.

WS
Real User
Top 20
2021-07-21T05:39:05Z
Jul 21, 2021

I'm a service management specialist and I'm in partnership with BMC.

AA
Real User
2021-02-26T20:51:23Z
Feb 26, 2021

The solution is for all IT management. It takes care of the day-to-day operations and customers' policies. The initial implementation was to start creating a knowledge base and capture information as it happened. Then by using that knowledge base analysis and see what trends are occurring within the systems.

it_user1411707 - PeerSpot reviewer
Real User
2020-11-15T16:12:39Z
Nov 15, 2020

We mainly use it for service requests and incident management. It is being used for all problem tickets and change requests. We are using the latest version.

HW
Consultant
2020-11-13T09:45:28Z
Nov 13, 2020

Overall, within our company, there are over 15,000 end-users and 400 incident management members using this solution.

it_user1162056 - PeerSpot reviewer
Reseller
2020-11-07T11:08:12Z
Nov 7, 2020

Clients use it for incident management, problem management, change management, and device management.

NS
Real User
2020-07-09T06:27:05Z
Jul 9, 2020

We are not using this product. Rather, we are proposing it as a part of our solution because we have experience with the on-premise and the ROE (remedy on demand). We upgrade and do the installation for our customers.

TM
Consultant
2020-06-30T08:17:32Z
Jun 30, 2020

The primary use case of this solution for individuals calling into the help desk to have a ticket created over the phone, which becomes an incident. If the incident gets upgraded then it becomes a problem and then they work on it.

PK
Real User
2020-02-17T09:40:00Z
Feb 17, 2020

This tool is used for ticketing purposes, to track down daily issues and requests as part of business requirements. It includes ITIL practices such as incident management, problem management, change management, asset management, and configuration management. We are able to link tickets to one another. It is used to create, modify, update, and resolve tickets. Parent/child tickets are possible to create. It can also create problem tickets and change requests. It will easily calculate SLAs and can create and customize reports as per user requirement.

it_user790833 - PeerSpot reviewer
User
2017-12-18T16:42:00Z
Dec 18, 2017

It is the enterprise ticketing system at KU Health Systems. We use it for incident management, asset management, knowledge management, problem management, release management, and change management. There are also several tools, such as SCCM, and other integration solutions (e.g., TLS) which ingest the data and give the executives a flash dashboard to look at. The idea is to reduce downtime and expedite recovery time.

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even...
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